Request Forms

Channel Sales Support Forms

Co-Term (Co-Termination of License Dates)

IBR (Install Base Report)

RMA (Return Material Authorization)

Late Renewal/eSTA (Electronic Special Terms Approval)

Customer Care and Licensing Forms

License Assignment Request (LAR)

Co-Term (Co-Termination of License Dates)

Please download the Co-Term Request Form and include information in all requested fields. Submit the completed Co-Term Request Form and an IBR to cis@symantec.com. The following instructions and guidelines are included in the Co-Term Request Form for reference.

Guidelines:

Must not be a FED or Named account; Express (corporate), Academic, Government, and Rewards Buying Programs Only; AND
At least one line item on the Co-Term must have at least 1 year of support; AND
In order to create a Co-Term, it must be within 90 days of at least one expiration date OR new product must be purchased at this time; AND
No Business Packs, No Enterprise Products, and No line item can be more than 3 years.

Instructions:

To process the Co-Term, we need the completed IBR and the Co-Term Request Form completely filled out. You can download an IBR Request Form in the IBR section of this page.
IBR requests should go directly to license@symantec.com. They will process the IBR request and e-mail a completed IBR back to you. The IB206 report is preferred; the IBR must include the IB Reference Number, Product Description, Quantity, and License Expiration/Service End Date.
Once you have the completed IBR, attach this Co-Term Request Form (filled out) and the completed IBR to an e-mail and send it to cis@symantec.com.
The Co-Term request can take up to 7 business days. Upon completion, you will receive Deal ID number to reference the quote through Distribution. The quote will be sent directly to Distribution and they will normally send you the quote shortly thereafter with pricing.
In certain situations, Channel Sales Support will send renewals-only Co-Term requests to cotermrequest@symantecsmbrenewals.com to assist in a faster turnaround on your Co-Term request. Co-Term requests that are submitted to cotermrequest@symantecsmbrenewals.com cannot have new products added to the Co-Term.

Download:

Co-Term Request Form

Install Base Report (IBR)

Please complete the form and e-mail it to license@symantec.com. Once the IBR has been completed, it will be e-mailed back to you in the form of a Microsoft Excel spreadsheet.

Requirements:

If you are not the last reseller on file for this customer, please include an email from the customer allowing you access to their account.
Please submit only 1 company per request.

Once the request is received, it make take up to 2-3 business days to receive the completed IBR. Please advise license@symantec.com if this request needs an extreme rush due to a service level agreement and the request should be processed more quickly. Delays often occur as a result of limited information.

Download:

IBR Request Form

Return Material Authorization (RMA)

In a continued effort to streamline our business practices and to improve the service to our customers, Symantec has approved a Global RMA Policy that standardizes and aligns the return processes for our Symantec and legacy Veritas product lines. This notification will server to inform you of what is included in the policy and outline how to submit return requests moving forward.

Return Request Procedure:

Returns involving order errors (incorrect quantity ordered, wrong product shipped, incorrect part number, wrong platform ordered, etc.) will be considered if the request is submitted within 45 days of the invoice date.

Requests within 45 days and less than $5,000 net deficit will be processed at Distribution without needing exception approval from Symantec. Please contact your Distributor.
Requests submitted outside of the 45 days and less than $5,000 net deficit will need exception approval from the appropriate Symantec representative.
Requests submitted outside of 45 days without a reorder will be denied.

If your RMA request requires Symantec representative approval, please fill out the RMA Request Application below and send it to cis@symantec.com. The information will be forwarded to the appropriate Symantec representative for consideration. If the RMA is approved, you will be asked to follow up with Distribution and you will be provided an eSTA Number to reference.

Letter of Destruction:

Letter of Destruction for License/Support returns are no longer required. Notification of returned licenses as well as a certificate reprint will be sent to the customer, one the RMA is approved, stating that their return has been credited and that the involved licenses are no longer valid.

Download:

RMA Request Form

Late Renewal/Electronic Special Terms Approval (eSTA)

Please complete the form and e-mail it to cis@symantec.com. Once the late renewal request has been received, you will receive a response within 2 business days as it will be forwarded to the appropriate Account Representative for review. They will respond with either an approval or denial of the request.

Please ensure the customer is aware that if their late renewal is granted, their support start date will be backdated to the day after their previous contract expiration date and will provide 1 year of additional support on the renewal. In many cases, due to the backdating, an upgrade is actually more cost effective for customers. In some circumstances, a fee may be charged.

Download:

Late Renewal Request Form

License Assignment Request (LAR)

The License Assignment Request (LAR) is to be used when the end user company changes their name or address. This form should be filled out by the customer, signed, scanned to a PDF document format, and emailed to license@symantec.com for processing.

If the end user has any questions regarding this form, they can contact Customer Care/Licensing at (800) 721-3934 for further assistance.

Please download both the License Assignment Policy and the License Assignment Request forms below.

Download:

License Assignment Policy

License Assignment Request Form